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What Are Our Expectations For Artificial Intelligence? Three Stories Shed Light

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As artificial intelligence grows, evolves, and refines its implementations, there are sure to be hiccups along the path of innovation. Some consumer facing AI-based products are so efficient and seamless that it skews our expectations for what AI and machine learning can accomplish elsewhere. That said, hastily built AI solutions which are not trained properly, and then left to interact with users without any supervision, can put a damper on what the public at large expects from a smart solution.

It’s no surprise that as AI’s potential captures headlines, in turn questions about what exactly we can hope to achieve with it come to light. Here are a few recent stories touching on the expectations we have for artificial intelligence in customer service, and the greater consumer space.

 

‘Virtual moron’ Telstra Chatbot Codi Slammed As Useless
Mail Online

Australian telecommunications company Telstra found itself in hot water on social media this month, as its customer took to social networks to blast Codi – their new virtual assistant.


As Wysdom CTO Karthik Balakrishnan pointed out last year, failure to train is training to fail. AI supervision is paramount to initial success in cognitive customer care. Letting your customers use the platform before it’s ready can lead to further negative connotations and reluctance to use digital means for support down the road.

 

Chatbots Aren’t Failing Us, Our Expectations For Them Are
VBProfiles

This article flips the script on how we evaluate chatbots and automated assistants. Instead of hoping for a solution that instantly works in every situation like a human agent, we should create and celebrate more purpose-driven solutions that complete a narrow set of tasks in a quicker and more efficient manner.

The article goes on to differentiate bots built for discovery versus those focused on service.

 

How To Make A.I. That’s Good For People
New York Times


Stanford Artificial Intelligence Lab Director Fei-Fei Li urges readers to consider AI’s effect on society as a whole. She touches on the aforementioned need for human training and supervision, and not solely from AI researchers, but subject matter experts that can inform the platform beyond the basics.

“Making A.I. more sensitive to the full scope of human thought is no simple task. The solutions are likely to require insights derived from fields beyond computer science, which means programmers will have to learn to collaborate more often with experts in other domains.”

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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.